For some businesses, outsourcing IT simply means storing servers off-site at a data center instead of maintaining a server room. Others have more complex IT needs but lack the resources for a dedicated tech department. For these businesses, hybrid hosting is often the best choice. With this model, your colocation provider is more than a place to store your servers and equipment. Their team of experts becomes your IT department, going beyond simple troubleshooting to provide real-time, advanced solutions to your IT needs.
Working with such providers does present some challenges to businesses, though. The idea of outsourcing IT to an “unknown” can create some anxiety. Moreover, as is the case with working with any service provider, poor communication, mismatched expectations and a lack of understanding can harm the relationship — and your business.
You can prevent most of those problems by following some best practices for working with MSPs that will keep everyone on the same page and working together.
Ask Questions to Build Trust
The idea of working with an MSP is it allows you to focus your resources on other areas of your business. However, if it is going to be a successful relationship, you have to trust your MSP — and like any relationship, it takes time to build that trust. You cannot buy trust, and you need to ask the right questions ahead of time to confirm the MSP will meet your needs both today and in the future. Evaluate potential providers on how straightforward and easy-to-understand they are in their dealings with you. The more forthcoming the provider is with information, and the easier they make it for you work with them and understand their services, the easier it will be for you to trust them. Do not be afraid to do your homework. Ask for references, do some research online and get recommendations from other business owners. Armed with the right information, you can establish a relationship built on a solid foundation of trust and mutual understanding.
Understand the Scope of Service
When evaluating MSPs, sit down with them, discuss the needs of your business both now and in the future, and outline your goals. Ideally, the MSP should offer ideas and solutions tailored to those needs. Before you sign the contract, though, be clear on the scope of the services you are paying for and what the MSP will actually do for you. You do not want to discover down the road you had different expectations about what your MSP’s capability or technological capacity to meet the needs of your business.
Open Lines of Communication
Constant communication is vital to a successful MSP relationship. Some experts recommend treating your MSP as if it were an internal department, regularly updating them about strategic plans, goals, changes and timetables. Regularly meeting with your MSP for planning purposes, and opening the lines of communication for ideas and feedback will reduce the likelihood of problems or delays as the MSP struggles to keep up with your new ideas and expectations.
Establish Roles and Expectations
If you are a midsized or growing business, you probably have at least a small internal tech department. Engaging the services of an MSP could create feelings of animosity from employees who feel they are being pushed out, or that the MSP is stepping on toes. Establish every player’s role in the IT functions to avoid hard feelings and redundant job functions. Make it clear who will report to whom and when the MSP will be called upon.
Again, communicating your expectations clearly from the start of the relationship ensures there will not be any misunderstandings — and increases the likelihood the MSP can actually provide more than you expect. Be upfront from the beginning about your needs and your goals to make the relationship productive.
Working with an MSP can help you more effectively leverage your IT functions while you focus your attention on other aspects of your business. Don’t leave this relationship to chance, but focus on communication and collaboration to maximize your investment.